Complaints

This profile includes complaints for National Grid USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  National Grid USA

  1 Metrotech Ctr Brooklyn, NY 11201-3948

• 

  Key Span Energy Corp (Queens Village)

  22240 96th Ave Queens Vlg, NY 11429-1338

• 

  KeySpan Energy Corp (Bklyn)

  101 Forrest St # 10 Brooklyn, NY 11206

• 

  KeySpan Energy Corp (College Point)

  1401 111th St College Point, NY 11356

• 

  National Grid USA

  PO Box 11740 Newark, NJ 07101

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I received my latest National Grid Bill for my home I noticed that the last payment I sent that was received and cleared on 11/22/22 for $500 was put back into my account as a returned item along with a $10 returned item fee. The check was an overpayment by me. I confirmed both via my statements and by calling my bank that the check cleared and that National Grid was paid. I called National Grid customer service team first on 12/12/22. The representative told me to send proof that funds were withdrawn from my bank to CSS payment processing and they would open up an investigation that could take 48 hours to complete. I did so the same day and CSS replied only 8 minutes later that they would not return the funds because there was a stop payment on my check and that they would only credit the $10 fee. They told me to call my bank again and confirm. No investigation, no bother to look at the notes that the customer service rep entered, nothing. I once again confirmed with my bank that funds have been withdrawn from my account and informed CSS Payments that funds were withdrawn properly and there is no stop payment as per the proof I submitted on 12/12/22. I also informed them that they are supposed to investigate and call the bank on their own per the customer service reps ********** with me on 12/12/22. I sent a follow up email on 12/13 and 12/14 only to be ignored with no status back at all, not even an acknowledgement that they will investigate or anything.To this day after 6 phone calls to them, no one can even acknowledge they are investigating this issue if they even are at all. I am requesting the $510 credit ($500 Payment made and $10 fee they are charging me) be properly put back on my account and an additional $100 for waste of efforts with all of this. Seems like someone on the National Grid side is stealing funds. My National Grid Account # is ***********.

  Business Response

  Date: 12/21/2022

  This complaint was given to us for resolution of a check that was processed and returned as a "stop payment". **************** had called on multiple occasions, and  the matter was not resolved.   I spoke with **************** on December 20, 2022 and advised him that I would be handling this complaint.  I reached out to our payment processing department and found that this check was not stopped, and the payment was received as **************** has stated.  The check was processed incorrectly.

  I spoke with **************** today and advised him that the payment of $500.00 was applied to the account.  In addition, the returned check fee in the amount of $10.00 was reversed, as well as a late payment charge in the amount of $1.78.  I apologized for the inconvenience and poor customer service and also credited the account with a goodwill credit in the amount of $25.00.  The total amount of credits applied was $536.78, and the account now has a credit balance of $183.48.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called for service on November 17th. was told service could be performed the next day on the 18th. After speaking to the agent i immediately called back after realizing i would not be able to make the appointment and to reschedule. i was told i would have to wait a whole week because i was rescheduling and they had appointments available on the 22nd but the system would not allow them to schedule me until the 28th of November. I was scheduled for a time slot from 9am-3pm. I received a call at 130pm from an agent saying they were on their way. waited until 4 and contacted National Grid to see where the delay was and was told im still scheduled for service for today and cannot confirm a time and could be as late as 10pm. no one showed up until 830 pm. when the agent showed up it was discovered that the meter registered to my unit was wrong and the agent was unable to turn on my service. after calling back multiple times to switch my meter number to the correct number as each time i called back the wrong meter was still listed i was told i would have an appointment for Dec 2nd from 8am-10am and listed as an emergency. i called at **** to see what was happening and did not speak to anyone until 11 to be told that no service was scheduled and that they would have to reach out to a supervisor to escalate and hope that they can show up on the 2nd. It should not take over 2 weeks to turn gas on into an apt this is ridiculous. theres no reason why a customer has to call multiple times to get a meter number changed either especially if its been confirmed by a license plumber. If your going to make customers wait several hours past the original scheduled time you need to credit your customers or do something. If this issue does not get resolved i will find alternative gas companies or switch to an electric stove to avoid dealing with national grid in the future.

  Business Response

  Date: 12/05/2022

  I spoke with the customer and apologized for the inconveniences he has been running into with trying to get the service turned on to his home. I advised the customer I see we already approved him for a $30.00 missed appointment credit, and I will issue him another $30.00 credit for the inconveniences. The customer states he will be available on 12/9 in the morning. I spoke with dispatch and was able to have him approved an appointment for 12/9 from 9am-3pm. The customer is satisfied with this outcome. 

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, Sir. ****** My name is *********************, resident at *******************************************************************. The reason I filed this complaint today is because my sidewalk has so many cracks' lines in front of my driveway, next to a new construction locates at *******************************. These cracks' lines created by National Grids' contractors worked under ground to upgrade a new gas pipe from August to September 2022 (They completed this job on 9/2/22) for this new construction. They used heavy machines to break up cement and soil (6 feet deep). Occasionally, these operators droved over my sidewalk to work on that job because the gas pipe is too far from street. At one time, I warned one of the operators because they rested this heavy machine on my sidewalk for lunch. I called ************ National Grid to complaint about this matter on 9/12/22, they took my information and will investigate. There is no respond. On 10/19/22, I called this number again, and they told me their contractor did that job is ****** Company. I contacted ****** company, but they said that they didn't do that job. I don't like people not responsible for the job that they damaged Neighbor 'resident property. I really need helps from BBB to solve this problem as soon as possible. Sidewalk is belonged to the city and homeowner is responsible for maintenance. Thank you for giving me a chance to file this complaint. Have a good day.Sincerely,*********************

  Business Response

  Date: 11/15/2022

  Dear Customer,

   First, let me apologize on behalf of National Grid Executive Response Team for the delay on the update of your street work inquiry. After reviewing your BBB complaint and contacted the contractor ****** that was conducting street work in the area for National Grid. The supervisor representing ****** stated although they were in the neighborhood they did not do any work with your neighboring houses and any damage done to the curve was not their responsibility. If you have anymore information regarding this issue which could be looked into to help solve this issue please call National Grid customer service line Mon-Fri ******** ************.

   

  Regards,

  Executive Response Team

  *****************************************************

   

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  On 11/7/22, an investigator from National Grid came at the job site and looked over cement cracks on my sidewalk, and he denied any damages that created by National Grid. He said that he has pictures before the job

  begin and he told me he will come back next day to show me those pictures. I was waiting for him for about one week, no answer. He failed to show me those pictures to prove that no sidewalk damage before the job start.

  Finally, on 11/14/22, I sent him a message and asked him about those pictures that he promised to show me, but he told me to contact the claim department @ ************ and said this is not National Grid issue. 

  On 11/21/22 I called The claim department and filled out a claim form includes 4 photo pictures. This claim form doesn't mean that National Grid responsible for the sidewalk' cracks.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannot get gas turned on at my property. I keep getting the runaround from this company. They set an appt to come out on October and then would not turn on gas stating faulty heater. Had heater fixed. Set an appt for 10/26/22 for 8-8 (12-hour window!). I called day before to get a smaller window and they said oh your appointment is on Thursday from 3-8. On Thursday 10/27/22 they called at 11:43 am and said they would be there in 20 minutes. I scrambled and got someone there by 11:47 am. They guy from National Grid, ****, gave even more issues and we already had the unit fixed a few days ago. I am tired of getting the tun around and taking off work to get heat. We need heat as it is getting very cold out at night.

  Business Response

  Date: 11/07/2022

  I attempted to call the customer regarding their complaint. The customer's service was connected on 11/2/2022. I was unable to reach the customer via the phone number provided. I left a voicemail and a call back number if the customer has any comments or concerns regarding their experience.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   National Grid called but no message was left on my voicemail.  Service was connected but not for me in my name.  To this day I was not able to connect in my name.  I gave up as the real estate agent managing this property and had tenant get it on.   Two out of the three people they sent out to connect were very rude, difficult and refused to turn on the gas.  The last and final person I had to deal with would not even tell me her name.  She also hung up on me stating see you in 10 minutes.  I had 10 minutes to get to property, which was vacant.  This person walked in and looked around and then left.  She had no intention of turning on our gas.  This complaint will never be resolved because they would never hook up gas.  Gas is now on for the tenant.  I do not understand how the tenant could get gas on in less than 24 hours but after weeks and three appointments I could not get gas service or even get a reason as to why or what I needed to correct. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved apartments in May 2022. To my knowledge all obligations with National Grid from my old apartment were satisfied. National Grid unlocked service at my new apartment and said they had closed out the old account. When I received a notice several months later saying I was past due on my account, I went through a serious of phone calls that identified the account was never properly closed out and had been accruing charges from the people occupying the apartment. This was an error by National Grid according to the representative I spoke with. Last week ************** Services, **** a collection agency hired by National Grid phoned me they were attempting to collect $253.64 for unpaid services. I indicated that this was not my debt and that they could easily prove that by providing the dates of services for which these charges were attached. They said they would but sent me an unitemized bill without any dates today. I can't get National Grid to acknowledge their error or Allied to remove me from their records, and no one is willing to provide in writing the dates for which the balance is attached. I need help in getting some transparency and accountability for this and want the companies to produce an itemized bill or clear the debt.

  Business Response

  Date: 10/24/2022

  Dear Customer,

   First, on behalf of National Grid ************************* we apologize for any inconvenience during this inquiry process. Our analyst team reviewed your complaint and the billing history for the account in question and saw the amount of $253.64 billed to you once the account was closed was correct. If you recall the request to finalize the account in your name was made on 5/4/2022 during a phone conversation with a National Grid Representative. As per policy if a customer request the account to be closed in this manner it would be closed on record  and the read would be estimated, but an appointment will be made to physically lock the service on a future date. Prior to you closing the account you had a billing statement from 3/8/22 -4/8/22 for the amount $721.13 which we received a payment for $477.39 0n 4/13/22 and a balance was left for $243.74. The regular billing cycle is for a 30 day period so the final statement included the usage from 4/8/22-5/4/22 which the 5/4/22 date was estimated and once we gained access to read the meter, a corrected bill was sent to your forwarding address on 6/28/22 itemizing the corrected period. As the corrected bill stated these charges were up to you closing date of 5/4/2022 , you were not charged for any additional usage after that date. If you want to review these bills you can access them on our website NationalGrid.us .com or please contact National Grid Mon-Sat 8am-8pm.

   

  Regards,

  *************************

  ************

   

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dispute is over a gas bill. I sold this building on 7-29-21. I continued to be billed for the usage of the residential units. To date, the new owner has still not put the utilities into their name. I have been disputing this bill with National Grid for over a year. I would like this matter resolved.I submitted a formal final bill dispute form via fax on 8-19-22. National grid confirmed that it was received on 8-23-22 and denied the same day. I was not give any notice or explanation of the denial. The only way that I knew of the denial was because I called their customer service office today, *******.

  Business Response

  Date: 10/10/2022

  Good Morning,

   First on behalf of National Grid we apologize if the company's  final bill process has been frustrating due to the delay but is has to fully investigated and completed for both the company and the customer's satisfaction. As per your remarks in the complaint National Grid did receive your Final Bill ******* documents on 8/23/22 and as to not delay your request to correct the bill and responsibility date it was reviewed on the same day. As you were informed by a National ********************* Representative on several conversations, National Grid is requesting a copy of your final *** ********************* which is mandatory for this process. Once the company receives the documents and they are reviewed , the responsibility date will be corrected as will the bill. The ************************* reviewed your complaint, contacted the pertinent parties and was advised of the same, the customer disputing the responsibility date and bill must submit the documents as soon as possible for a quick resolution.

• Initial Complaint

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in communication with National Grid regarding my electricity and gas bills. Specifically, I was a resident at ***************************************************** until 7/31/2022.I called National **************** and gas separately somewhere between 2 - 4 weeks prior to my move-out date, requesting that my account be closed. I was informed by both the gas and electricity departments that my account would be closed by 8/1/22. However, I continued to receive bills through September 20, 2022.I completed National Grid's dispute process to backdate my final bill to the end of July, however my dispute was denied.As I was no longer a resident as of 7/31/22, I should not be responsible for any gas or electric charges at *****************************************************. I am requesting that both my gas and electricity bills be backdated to July 31, 2022 (or whatever the appropriate final billing date would be, based on my move-out date of 7/31/22).

  Business Response

  Date: 10/05/2022

  **********************,

  Everytime a customer calls into our call center the call is flagged with who you talked to, the date and time. Both gas and electric have no such call from you. Your request for a new final bill is denied. You did not give the company any noice of moving.

  Thank you,

  Nationalgrid

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Based on the company's response, it sounds like they are unwilling to adjust my bill to reflect my move-out date from the service address of July 31st, 2022. A National Grid representative informed me that I should complete a bill adjustment request, which I have done. I have sent them the requested supporting documentation as part of the process, and they are flatly refusing/denying my request anyhow. I followed their process explicitly, and am not understanding why my request is still being denied. I also had not received formal confirmation from the business (prior to submitting this complaint) that my request was, in fact, denied. Nor have I received confirmation that my supporting documentation was received. I do not understand this, but somehow, my supposed failure to notify them of my move-out date supersedes the final bill adjustment request, which they told me I should complete in order to get a final bill adjustment. Now, they are reverting to their original statement that I did not notify them of my move-out date, which I believe I did, despite the records they are using as supposed proof. Regardless of whether I did or didn't, I have supplied the business with adequate supporting documentation to have a final bill adjustment and completed their process as requested. My documentation specifically shows that I was not a resident at the service address after 7/31/22 and thus, should not be responsible for any bills charged to the service address after this date. The most recent documentation I provided (a letter from the apartment complex), specifically states hat a new resident moved into the service address on 8/10/22. I have attached the letter to this message. To confirm, I faxed this letter to the company. If they did not receive it, I will be happy to resend. As a new resident moved into the service address shortly after my move-out date, it is highly likely that the company is double-billing that address, both me and the current resident.
  
  In summary, I do not accept their response, as they are blatantly disregarding the supporting documentation I provided, as part of the bill adjustment request process. I am requesting, at the very least, a thorough explanation as to why my supporting documentation was not adequate in this decision. They have not honored any part of the bill adjustment process, so far as I can tell. While I understand that their records do not indicate a call from me to notify them of service cancellation, the bill adjustment request process I followed should be enough to provide them with evidence that I am not responsible for any bills after 7/31/22, as I was not a resident at the address after that date. And, that they are double-billing that address (both myself and the current tenant). As I am essentially being requested to pay someone else's bills, and have provided the necessary evidence, I am formally rejecting the company's decision. Thank you.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 10/11/2022

  **********************,  

  Your paperwork was denied because it proved you didn't call National ******** or electric. Every call that comes in is recorded and pinned with the date and time and who you spoke with. We have no such call coming in to our call center. Your request has been denied.

  Thank you,

  National grid

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/22/2022 a subcontractor for national grid rang my doorbell stating they will be relocating my gas meter. I was not given any prior notice of the relocation, but my husband let them as this would have to be done. The job was done after they had to cut the ceiling to connect the pipes of which I am responsible for the repairs. Upon my arrival at home i was informed my gas was turned off as national grid would need to do an inspection. My boiler area was deemed unsafe. I bought the house 8 years ago and was not informed of this so i understand this may pose a problem. National did not come to do the inspection nor have i received a phone call. I called again on 9/23 and was informed a tech was dispatched, it is now 11:23 am. I have no hot water; no gas and it is starting to get cool out. I have a child at home. I cannot cook nor can we shower. I am flabbergasted that someone would show up to do work, knew that the boiler was unsafe but went ahead and the meter anyway only to tell me oh I had to shut off the gas and yes i know you have kids. This is so unprofessional: i am in the contracting business and if we were to go this, we would be thrown off the job. My husband took the day off so that someone is home when they show up...still waiting. I need to have my gas turned back on, i have a family!!

  Business Response

  Date: 09/26/2022

  This response is in reference to BBB Complaint#********. On September 26, 2022 I spoke to *********************** at 12:43pm on contact number *************. The gas service was restored on September 24, 2022 at 11:25am. I apologized to *********************** for any inconvenience that occurred in handling this matter. I gave *********************** my name **************** and our ************** from 8:00am-4:30pm if needed for any future issues. *********************** also has my direct number *************.

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an appointment over a week ago with national grid I understand it is a very busy company. On Tuesday the 6th I had called to double check on the appointment to make sure everything was all set. On Wednesday I called again to see if I can get an exact time they told me unfortunately I had an all day appointment which mean it can go from 8am - 12am which is alittle ridiculous. Okay not its Thursday the day of my appointment and I called to confirm I called to see if I can get a estimated time of arrival and unfortunately all they can give me is I have an all day appointment which again goes from 8am-12am. Everyone works its not like we all dont have a job and a busy schedule we just got a new home and we need our gas turned on to do basic living why am I paying rent for a week that I cant even live in my own house due to national grid failure of letting me know when I can get my gas turned on. now unfortunately the date is for Tuesday the 13th. I want to live in my home comfortably right now I shouldnt have to wait 5 days extra because they couldnt do there job. I had an appointment and they failed to show up and their is no reason for me to have to wait until Tuesday. They should have made me a priority for today which is Friday the 9th lets make that possible thank you and also here is my account number **********

  Business Response

  Date: 09/12/2022

  Dear Customer,
  

   First, on behalf of National Grid I would like to extend our apologies for any inconvenience you may have experienced during our New Account process. As you said in your complaint, National Grid may become busy during certain times of the month when many new customers need an actual service technician to visit the premise. New customers are told this process may take up to 5-7 business days depending on the availability of technicians in the area they want service. National Grid tries to accommodate the customer with different **************************** options which the windows are  8-1pm, ****pm, an All Day 8am-11pm and Saturdays and Sundays based on area availability. On dates where the customer can pick a specific window they would be offered the option of a premium 1or 2 hours appointments, there is a fee for the premium appts. As per our records you spoke to a representative on 9/6/22 regarding establishing a new account which an initial visit was needed to unlock your meter and check your gas appliances for safety. You agreed with the customer service representative for a All Day Appointment no specific time from 8am-11pm on 9/8/22 as explained for this  appt you will get 2 calls before arrival if none is answer the appointment is considered missed.  I see you also contacted the company on 9/9 to reschedule another appointment and the first day was on 9/13/22 , you requested to speak with a supervisor and was given a earlier appt for 9/10/22 . I reviewed the records 9/12/22 and saw the gas was restored to the premise on 9/10 with no safety issues.

  Again, our apologies and feel free to contact National Grid online @ NationalGridUS.com or you can speak live to a **************** Representative @ ************ 8am-8pm Mon-Sat.

   

  Regards,

  Executive Response Team

  **************************************************

   

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  National Grid is my servicing gas company that provides my residence with gas and heat. I have never been late and have paid my bills in full for the last 19 1/2 years. However, since the ******19 Global Pandemic, the National Grid has been more than rude and disrespectful to me as a long-time loyal customer. ********************** has raised my balance billing amount to an enormous amount that appears unreasonable for the customer to pay. I have called **************** several times regarding this matter. I received an answer: "National Grid is concerned about the amount that the customer (me) will owe at the end of the balance billing period." Not about health or safety, but the money I will owe. If National Grid reviews my payment history over the years, they can see I was never late in paying the payoff amount. However, National Grid is unreasonable in this severe economic uncertainty. Time. Also, I express concern as a long-time customer because ********************** Grid may be billing/charging my residence as a commercial property, not a residential one. Therefore, I want my account investigated from 12/24/2003 through the present to confirm the rate I was being charged for "therm usage" was residential because, on my bill, it indicates commercial for the 2nd and 3rd floors. Please have the National Grid contact me with the information and make sure the account is updated to reflect accurate information. Lastly, I want my balance billing at the rate of $300.00. Thank you for your assistance.

  Business Response

  Date: 09/07/2022

  National *********** of ********* Complaints  has received this complaint and is in the process of looking into the customers claims for a quick resolution.

  Regards,

   

  *************

  Office of ********* Complaints DNY

  ************

   

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not know the matter at hand that National Grid is looking into. I hereby request that the National Grid explain in detail exactly what are of complaint is being investigated, and how long will National Grid's investigation take place to resolve the the matter.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 09/27/2022

   

   I, a National Grid Executive Response team member spoke with the consumer on 9/7/22 regarding their billing concerns. During this conversation I apologized to the customer for any inconvenience they *** have experienced prior to making their complaint. The customer explained first about the issue with their online account which showed the wrong billing rate. I explained to the customer I do not have online access but I can see the information from the attachment they sent it was incorrect. Since the customer had access to bills that were sent through the mailed and I had access to their account  we went through them together and saw the rate showed correct for a 2 family home billing rate so the only problem was online. I assured the customer I would forward this information to the pertinent department to be reviewed and corrected and the customer was in agreement with this action. We then discussed another billing issue on her account which again apologies were in order because the customer stated they spoke to a customer service representative and asked them to lower their budget amount t. The customer is aware of how the program works and the amounts on the program can change when the account are reviewed every 4 , 8 and 11 month. I say the customer knew about the changes that *** occur with the amounts on the program is because after reviewing the customers account, I saw a request was made by the customer on 4/4/22 when their budget amount was increased $75. The customer called and spoke to a representative who lowered the amount while on the phone with them back to the previous amount.

   Lastly, I apologized to the customer if they felt the call was handled unprofessionally, I assured her this matter will also be address with our **************** Awareness Team and added for future training purposes. The customer again was satisfied with the resolution and I gave them my name and contact phone number is they had anymore questions or concerns.